Summary
Overview
Work History
Education
Skills
Timeline
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Terri Stewart

Terri Stewart

Maryville,TN

Summary

Dynamic professional with over 20 years of experience in business administration, customer service, and management. Proven track record in office management, team building, and operational efficiency. Adept at managing diverse tasks such as payroll, HR, and marketing while ensuring exceptional client satisfaction. Tech-savvy and adaptable, with strong communication skills and a proactive approach to problem-solving. Demonstrates excellence in call center environments, consistently providing top-tier support to clients under high-pressure conditions. Eager to bring proven leadership and management skills to be promoted to a Supervisor position at Senture LLC, contributing to operational success and continuous improvement.

Diligent [Desired Position] with strong background in handling customer inquiries efficiently and maintaining high customer satisfaction. Proven track record of resolving issues promptly and professionally, contributing to team success. Demonstrated expertise in communication and problem-solving.

Overview

14
14
years of professional experience

Work History

Call Center Agent

Senture LLC
10.2024 - Current
  • Disaster Response Support: Provide empathetic, high-quality customer service to disaster survivors under the FEMA contract, ensuring timely resolution of inquiries, processing claims, and delivering critical assistance in high-pressure situations.
  • Client Relationship Management: Build rapport with clients to enhance the customer experience, utilizing strong communication skills to manage sensitive situations effectively.
  • Data Entry & Documentation: Maintain detailed and accurate records of client interactions, ensuring compliance with FEMA's regulations and guidelines, using CRM systems to track cases and outcomes.
  • Problem-Solving & Issue Resolution: Address and resolve complex client issues with efficiency and professionalism, reducing call resolution time and improving overall service delivery metrics.
  • Team Collaboration & Performance: Collaborate with cross-functional teams to ensure seamless service delivery, meeting service level agreements (SLAs) and fostering a supportive team environment.
  • Operational Support: Support day-to-day call center operations, ensuring smooth functioning by adhering to established protocols, policies, and operational workflows.

MSR/Deposit Servicing Representative

USAA/Bank/Site
10.2023 - 04.2024
  • Customer Service Excellence: Delivered top-tier customer service for USAA members, focusing on deposit accounts including checking, savings, and CDs, ensuring customers' banking needs were met with precision and accuracy.
  • Process Optimization: Streamlined account servicing procedures, contributing to operational efficiency and reducing resolution time, while maintaining compliance with banking regulations.
  • Account Management: Provided personalized support to members, assisting with inquiries, troubleshooting issues, and providing expert guidance on account features and benefits.
  • CRM Systems Utilization: Managed customer accounts and interactions using CRM software, ensuring accurate data entry and adherence to company policies and compliance standards.
  • Team Leadership & Training: Assisted in the onboarding and mentoring of new team members, sharing knowledge and best practices for efficient service delivery and troubleshooting.

Business Owner

Bella Vida Wellness Center, LLC
10.2021 - 08.2022
  • Business Operations & Management: Directed daily operations for a wellness center, managing all aspects of business administration, including accounting, payroll, purchasing, and vendor relations.
  • Client Service & Engagement: Delivered exceptional customer service by addressing client inquiries, coordinating wellness services, and providing solutions tailored to individual needs.
  • Human Resources & Recruitment: Led the hiring process, managed employee onboarding, and ensured effective communication and training, fostering a productive and motivated staff environment.
  • Marketing & Brand Promotion: Developed and executed marketing strategies to drive brand awareness and customer acquisition, utilizing digital marketing tools and social media platforms.
  • Financial Oversight & Budgeting: Managed business finances, including budgeting, forecasting, and financial reporting, ensuring profitability and cost-effectiveness.
  • Process Improvement: Identified and implemented process improvements, optimizing workflow efficiency and reducing overhead costs without compromising service quality.

Business Owner

The Domestic Engineer, LLC
11.2011 - 12.2021
  • Operations Management: Oversaw all facets of business operations, including employee management, payroll, purchasing, and accounting, ensuring smooth and efficient day-to-day operations.
  • Customer Relationship Management: Built lasting relationships with clients by providing personalized service, ensuring a high level of satisfaction and repeat business.
  • Staff Management & Development: Recruited, trained, and managed a team of staff, creating a supportive and high-performing work environment.
  • Marketing & Sales Strategy: Designed and implemented marketing campaigns to increase brand visibility, leveraging both traditional and digital marketing methods to boost sales.
  • Financial Management: Conducted financial planning, bookkeeping, and tax filing to maintain business compliance and profitability, optimizing resource allocation to support growth.
  • Process Efficiency: Identified inefficiencies in business operations and implemented streamlined processes, reducing administrative overhead and increasing revenue generation.

Education

GED Certification -

Monroe High School
01.1993

Skills

  • Call Center Operations: Inbound Call Management, Quality Assurance, Script Adherence, Call Resolution, Performance Metrics, SLA Compliance
  • Disaster Relief & Emergency Response: FEMA Protocols, Crisis Support, Claims Processing, Regulatory Compliance, Emergency Assistance, Case Documentation
  • Technical & System Proficiencies: CRM Software, Microsoft Office Suite, Data Entry & Management, Call Tracking Systems, QuickBooks, Payroll Management, Rapid Typing (60-65 WPM)
  • Leadership & Team Development: Staff Training & Onboarding, Team Building, Performance Monitoring, Coaching & Mentorship, Conflict Resolution, Employee Engagement
  • Customer Experience & Communication: Empathy & Rapport Building, Active Listening, Problem-Solving, Escalation Handling, Client Relationship Management, Customer Retention Strategies

Timeline

Call Center Agent

Senture LLC
10.2024 - Current

MSR/Deposit Servicing Representative

USAA/Bank/Site
10.2023 - 04.2024

Business Owner

Bella Vida Wellness Center, LLC
10.2021 - 08.2022

Business Owner

The Domestic Engineer, LLC
11.2011 - 12.2021

GED Certification -

Monroe High School

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Terri Stewart